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Chapter 1. Essentials Exam > Objective 8.1: Use good communication skills inclu...

Objective 8.1: Use good communication skills including listening and tact/discretion, when communicating with customers and colleagues

1.You have just been moved into the customer service area of your company and will be the first contact for many customers with service issues. Your new manager has told you the most important thing you can do is practice active listening. Which of the following describes active listening?

  1. Participating in discussions with customers and letting them know they are being heard

  1. Listening until customers completely finish their explanation and then recapping their conversation to make sure you got it all

  1. Guiding the customers’ conversation so that it ends where you need it to

  1. Interjecting your feedback into the discussion as soon as you have a good idea as to the cause of the problem


Quick Answer: 81

Detailed Answer: 115

2.After troubleshooting a customer’s PC, you determine it has a bad RAM module that needs to be replaced. After you explain your findings to the customer several times, she still disagrees with your findings and doesn’t understand why the module needs to be replaced. Which of the following should you do?

  1. Prepare the customer a step-by-step description of your troubleshooting process.

  1. Offer to let the customer speak to your immediate supervisor.

  1. Install the RAM and then show the customer the difference in the system’s operation.

  1. Go online with the customer or use a troubleshooting reference to back up your diagnosis of the problem.


Quick Answer: 81

Detailed Answer: 115

3.You have been called into your service manager’s office and told that your communications with your subordinates tend to be overly assertive at times. The manager explains that some of your assertiveness is good and some is counterproductive. Which of the following is an example of good assertive communication?

  1. Telling a coworker “I don’t think you know what you’re doing”

  1. Telling an employee “If you don’t get this job finished today, I will fire you”

  1. Saying “Your work makes you look incompetent” to a coworker

  1. Saying “You will have to stay on task to get this project done on schedule” to an employee


Quick Answer: 81

Detailed Answer: 115

4.A customer spends several minutes telling you the problems he is having with his PC. You are reasonably sure that you comprehend the problem, so how should you handle the customer at this point?

  1. Repeat each portion of the problem back to the customer for verification.

  1. Report the problem to your supervisor to let her know why your call is taking so long to complete.

  1. Tell the customer the service is no longer available.

  1. Tell the customer you understand and fix the problem without any further delay.


Quick Answer: 81

Detailed Answer: 115


  

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